Contact Centre Advisor - Phone

Ofcom; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A national communications regulator seeks a Contact Centre Advisor for a full-time position in Warrington. The role requires phone-based customer service experience and effective conflict resolution skills. You will handle consumer complaints, accurately record information, and maintain high-quality service standards. This position comes with excellent benefits, including generous holiday allowance and a flexible working environment. Join us in making communications work for everyone.

Benefits

26 days holiday + bank holidays

Flexible Allowance

Pension

Private Medical Insurance

Health Screening

Life Assurance

Income Protection Insurance

Qualifications

• Experience in handling consumer complaints and enquiries.
• Ability to express ideas clearly.
• Commitment to personal growth and learning.

Responsibilities

• Act as a first point of contact for consumers via phone.
• Assess the nature of contacts and deal appropriately.
• Record customer information accurately for reports.
• Meet and exceed business KPIs.
• Provide excellent customer service for complaints.

Skills

Phone based customer service experience

Effective conflict resolution skills

Attention to detail

Challenging quality targets

Articulating Ideas

Channeling Influence

Owning Accountabilities

Pursuing Growth

Job description

Contact Centre Advisor - Phone page is loaded## Contact Centre Advisor - Phonelocations: Warringtontime type: Full timeposted on: Posted Todaytime left to apply: End Date: January 14, 2026 (20 days left to apply)job requisition id: JR2286**Closing Date:**14/01/2026**Group:**Corporate Group**Management Level:**Associate**Job Type:**Permanent**Job Description:****Please note this role will close at 00.01 on the 14th January so we advise making your application by midnight on the 13th January.****About Ofcom**As the UK’s communications regulator, we are delivering vital work that helps keep the UK connected and shapes the future of how we will stay connected with each other.Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We are also taking on the challenge of making the online world a safer place. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone.**The Role**This role is based at the Warrington office which is ideally situated close to two railway stations for an easy commute. The working hours are Monday – Friday 9am – 5pm and we also offer excellent benefits including:* 26 days holiday + bank holidays* Flexible Allowance* Pension* Private Medical Insurance* Health Screening* Life Assurance* Income Protection InsuranceThe role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003. The CCT’s primary purposes is to collate complaints information on Telecoms, Broadcastingand Postal issues and provide consumers with advice regarding potential resolution avenues available to them.We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice.**Your key responsibilities*** Act as a first point of contact for consumers via the phone* Quickly assess the relevance and nature of each contact and deal with it as appropriate* Accurately recordingof customer information andcomplaint case recordsthat feeds into wider business reports* Meet and exceed businessKPI’s* Provide excellent customer service to citizens and consumers for complaints and enquires relating to telecoms, broadcast and postal issues.* Complete any other adhoc requests that are in line with your skill and capability**The skills, knowledge and experience you will need for success*** Phone based customer service experience* Effective conflict resolution skills and experience of handling consumer complaints and enquiries* Attention to detail – experience of complaint categorisation and writing concise case notes* Must be comfortable working towards challengingqualitytargets* Articulating Ideas - Express your ideas, thoughts, and information in a clear and concise manner, ensuring messages are understood by everyone.* Channeling Influence - Guide opinions and decisions with compelling communication and persuasion techniques, looking to get everyone on the same game plan.* Owning Accountabilities - Take responsibility for your actions, decisions, and their outcomes. Show up reliably and commit to getting the job done.* Pursuing Growth - Show your commitment to growing and developing. Pursue opportunities to learn and add to your skillset.**Inclusivity Statement**Ofcom has a clear mission: to make communications work for everyone. To be able to deliver on this, we want our organisation to reflect the diversity of background, experience, upbringing and thought that exists across the UK. We aim to recruit from the widest pool of candidates possible – no matter your social background, age, ethnicity, sexual orientation, gender, or disability. We also warmly welcome applicants who are returning to the workforce after a break – for whatever reason. If you have taken time away and are ready to rejoin, we look forward to reviewing your application.Where positions are listed as full-time, we remain open to reduced hours, part-time arrangements, job shares, and other flexible working options. From day one, we champion flexible work arrangements to accommodate individual needs. You can read more about our on our careers page.Our recruitment processes prioritise accessibility and inclusivity. If you need adjustments, information in an alternative format, or prefer to apply in a different way, please contact us at [e-mail] or call 0330 912 1378.As a Disability Confident Leader, we offer interviews to disabled applicants who meet essential criteria for advertised roles. Learn more about this scheme here.We make communications work for everyone.As the UK’s communications regulator, we’re delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other.Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. And we need people of all backgrounds, skill sets, and experiences to help us achieve our goal of making communications work for everyone.Ofcom’s remit is huge – we keep UK citizens and consumers safe from harm and ensure they receive the best possible service from their communications providers. Find out more about Ofcom, where we operate, and the different types of work we do to keep the country connected.At Ofcom we are determined to do all we can to promote diversity and equality inside our organisation and in the wider sectors we regulate. Diversity and equality are fundamental to achieving our purpose to make communications work for everyone. We need to make the best decisions for all UK consumers and citizens. To do this, it is essential that all levels of our organisation are diverse and foster an inclusive culture.